that you did the work while I waited and I got to play in your other cars while you fixed mine
There was a massive lack in communication which only seemed to be improved if Elle was present
No communication throughout the job, having received no any formal documentation or video on the vehicle health check that was supposed to be carried out. I wondered if that had been done? What would be the areas for concern & potential remediation
Service is usually good but there seems to be a high staff turnover these days
It was just a winter wheel swap on a timed appointment, but it took nearly 2 hours!
I have tried to contact them 3 times since my MOT was done and no reply. Very unprofessional and bad customer service
Last visit was to have my winter tyres fitted. Arrived at the service centre and they were not available and I had to reschedule.
Good job doing a major service for my 5 Series
No pre-defined time to arrive. Friendly staff. Assured I would be called to be informed if brakes needed work but no call. I arrived to pick up car the next day but car & bill not ready. I was assured car would be washed and cleaned but wasn't.
Excellent staff and excellent service ,Could not fault them
The experience was good but my courtesy car wasn't the same size as my 5 series
reminded to have work done, good service team, all work carried out as agreed, loan car for day and completed on time
People need to stop covering up problems and tell the truth
They are attentive, happy and more than willing to listen to any questions you have. Nothing too much trouble. Well organised. Completely satisfied.
My service booking was cancelled at 5.50pm the day before the servicing was arranged. After taking my car back noted a scratch on the wheel.
How can I feel confident that all work was done following my comments in question 1. above?
Not perfect as a long lead time for booking a diagnostic service slot was initially quoted. In the event when the vehicle did suffer the issue for a second time it became an emergency appointment which was handled extremely well.
The work requested was undertaken but not in the agreed timescales which involved in the loss of use of my vehicle. Warranty isssues not upheld and which are the subject of an on-going investigation.
They were short staffed and overcrowded but tried their best to help me . Purely down to the staff not the company at all .
Check in and collection took longer than it should have done.
Work done as arranged. Comfortable waiting area and good coffee (shame about the biscuits!)
We were made to feel very welcome and were able to agree a deal which worked for us, rather than something generic.
Good communication and interaction with staff.
There was some sort of mix up over the start time for my service. This might have been my fault. But the service was completed within a reasonable amount of time and I have no complaints.
Hard to find parking on arrival
From the moment I went in they looked after me & Ozzie my puppy. Booked in quickly, good customer care, friendly & attentive. Total opposite to Cooper Thames Ditton which is 400 yards from me but will never go again. 5 stars if prices better; £375!!
The answer I received regarding my issue was not satisfactory in any way. I was just given a quote to do the work. The issue which is only experienced at low braking is embarrassing & disconcerting.
Took longer than anticipated.
You failed to manage my expectations. When booking the recall work you stated it would be done the same day as drop off. Mega queue when dropping off car - and only when I chased later in the afternoon was I told the work would go into the next day
all ok, though it was a very long wait to get a service slot booked, which was surprising, and the complementary car wash was very poor - obv done outside in the dark when they couldn't see properly - yet the car had been sitting around for hours
Car services fine, vehicle check good. Just facilities and the wait for an advisor don't feel like a top tier experience.
I've been a customer for 22 years. The service has recently degraded and is now poor. The front office reception and customer service representatives have let me down. They rarely answer the phone, and rarely return phone calls as promised.
Routine service no issues
The service was carried out very well
Friendly team of staff and kept informed of progress
Work completed was all satisfactory. However there was one issue; the car was washed and cleaned but, they forgot to do the interior of the boot.
My car was well serviced without unnecessary expenditure, cleaned inside and out.
Very prompt and efficient. Had to cancel
The EGR replacement appears fine I am somewhat bitter about the way I was managed Car dropped at 9am - not looked at until after 4.30pm No arrangements for courtesy car. On arrival to collect - treated inferiorly compared with other customers.
The car returned later than we originally agreed
Service was fine. The vacuuming of the interior was disappointing.
When the head unit was replaced, the code for SatNav was not applied. I was told I would be given the code to enter and full payment taken. Later I was asked to bring the car since it needed an 'expert' to apply the code.
Service good and the personnel at Cobham are helpful and do their best but seem very stretched hence the lead times are excessive and to keep the car for four and a half days for minor works also seems excessive
Staff were friendly and helpful and I was attended to promptly. Health check and advice was excellent.
Great professional service
1.Servicing BMW is a real pain, they've never finished jobs within the day, I always had to leave my car overnight and their excuses didn't really make sense. 2.Next day after servicing I got engine warning light on and they found air filter misfit
Very helpful from start to finish - I drove to Cobham vs a more local dealership because of having had a very poor experience.
Friendly and professional service. However surprised when coming to pay that Amex was no longer available. Had no other credit card but the manager agreed that I could take the car on my promise to pay next day...which I did. Henry most helpful
Service was completed on time in full. Admin was efficient and called me by my name. They had the history of the car on their system.
They are not organised in advance and don't seem to have enough regard for the customers time being wasted.
Cooper salesperson went out of their way to deliver great service
Was told it takes 90 mins, in the end it was well over 2, close to 2.5 hrs, nobody cared that I needed to leave for an appointment and told it's a few minutes but nothing happened- staff clearly couldn't care less- never experienced that in Banstead
The staff were nice, I was kept informed and up to date with progress and I had my car back within the day which was important to me.
Excellent service by efficient and courteous staff.
Efficient and completed at at time agreed
The service area seems to look after themselves before attending to customers. My car was ready but no one checked that it had been left downstairs with the key upstairs, ready for me, nor that I was still waiting for the key 10 minutes later.
When collecting my car, I waited 40 minutes to be seen, even though I was literally the only person in the waiting room. Then I was advised they had "forgotten" to clean the car. The service girl was lovely and offered a free car clean another time.
Service completed on the day. Cost slightly higher than online estimate. Video of vehicle inspection helpful
The sales executive we dealt with was experienced, knowledgeable and professionally friendly. She was well briefed on the products we were interested in and took time to explain the vehicles and answer questions
My car was booked in for a service on the Friday, due back Friday 5pm. Unfortunately the car was not available until Saturday which was frustrating as it disrupted our plans that day. Having said that a courtesy car was provided.
Polina was away when I actually took delivery - the cover for her should have been better and more prepared for me.
Very attentive and well informed staff.
Excellent service from Marvin
The dealer was very responsive to clinch the sale. The handover was a rather chaotic, poor experience (partly the dealer, partly BMW UK) and the after sales service to address missing parts was woeful; the dealer ignored phone calls and emails.
Dan, our salesman, was very helpful and knowledgable.
Just a small thing - I had to chase a bit on the delivery date.
Cooper Cobham BMW
Cobham
